topic Contract in Orders

Contract

Lowey033 — Tue, 07 Apr 2026 15:27:21 GMT

I ordered a phone through ee on Wednesday it says there was an issue with the card manufacturer so I re ordered I still have not hadnt my first payment back and no update on the phone in which I bought on Friday afternoon ? It’s now Tuesday

with no contact from EE

Re: Contract

Chris_B — Tue, 07 Apr 2026 16:12:49 GMT

@Lowey033 check your bank as it might say it pending which means it wasn’t taken. If it was taken you’ll be refunded within 7-10 days excluding bank holidays.

Re: Contract

Lowey033 — Tue, 07 Apr 2026 16:17:13 GMT

It is still in pending but I have only had a confirmation of order from ee it’s pretty strange to hear no update 5 days after an order has been placed don’t you think ?

Re: Contract

Lowey033 — Tue, 07 Apr 2026 16:17:36 GMT

Tried calling ee but all the prompts have nothing to do with my query

Re: Contract

Chris_B — Tue, 07 Apr 2026 16:26:43 GMT

@Lowey033 Then you select the closest option to your query.

if it says pending, then it’s not been taken. Your bank will remove the pending status in around 7 days.

What did you order ? If it was a phone what phone ? Colour ? storage size ?

Re: Contract

Peter_W — Tue, 07 Apr 2026 17:41:55 GMT

Welcome to the Community, @Lowey033.

Whilst there isn't a direct option on our phone system for these queries, if you follow the options for querying your bill, this will take you to our main customer care team.

If they're unable to help, you can ask to speak with web sales, who are our dedicated team for any queries linked with online orders.

Peter